This course explains the methods that can be used to have successful difficult conversations. These methods include sticking to an agenda, stimulating open dialogue, and connecting with the subject. It also explores how you can learn from the experience and share perspectives, find mutual understanding, and work with the subject to design an action plan.

For an optimal experience please check the minimum computer system requirements.

This online course forms part of the SkillsNet short course suite.

Please note this course is only available to CPA Australia members.

Learning objectives

  • Sequence the steps needed to create progress in a difficult conversation
  • Recognise characteristics of the appropriate communication style for difficult conversations
  • Recognise examples of invitations to dialogue using strength-focused communication
  • Recognise the guidelines to follow to come to a mutual understanding of the situation that have been followed in a given scenario
  • Make progress in a difficult conversation under a given scenario


Management-level employees wanting to develop or refine their skills in delivering a difficult message to their direct reports, colleagues, or superiors

60 Minutes

365 Days